Sales and Service Optimization Analyst

The Sales & Service Optimization Analyst is responsible for the management of sales and business analytics and assisting with standard business and process requirements for the Sales & Service Operations Group. The position requires the analyst to focus on customer, product & market analysis, channel and territory analysis, sales data analytics, and campaign management. The position is responsible for analyzing and reporting on performance to improve results and facilitate future goal setting as well as reviewing current processes to improve efficiency, quality, and accuracy. The role requires heavy Excel use and expertise, the ability to understand data, and the ability to produce polished reports/presentations from Salesforce.

1. **Customer & Market Analysis**

Responsible for analyzing current customer and market performance to make recommendations towards future campaigns. This analysis includes current sales performance, customer propensity, product penetration, market trends, and prospect/customer data.

2. **Lead & Campaign Management**

Own and manage leads maintained within the CRM system. Scrub leads and profiles against campaign profiles. Provide and load leads to various systems on a timely basis, providing troubleshooting support. Meet Managers regularly to discuss issues and make recommendations regarding lead management and campaigns. Build in-depth knowledge of sales areas and channels, allowing for recommendations on campaign effectiveness.

Campaign implementation - Outside - build calling campaigns using territory assignments. Monitor campaign progress and success, and provide recommendations to improve performance.

Campaign implementation - Inside - Analyze telephony idle periods, and abandon rates and compare with campaign objectives; provide recommendations on best dialing hours and strategies. Build call tables and calling campaigns. Monitor campaign progress and success, and provide recommendations to improve performance. Purge completed campaigns from the Dialer.

3. **Channel & Territory Analysis**

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Prepare and distribute reports (statistical data) from the outside and inside sales operations teams nationally. Provide daily, weekly, and monthly updates on productivity and performance to the Director. Perform ongoing analysis including tracking and analyzing performance by individual and by team, for all channels, and reporting actual performance to standards; analyze performance trends and impact on goal achievements. Make recommendations for changes to assignments to improve performance, and contribute to campaign planning.

**4. Sales Data Analytics**

**5. Ad-hoc Reporting and Projects**

**Job Requirements**
- Please indicate if required (R), preferred (P) or asset (A)_
- Bachelor’s degree in Business Administration, Computer Science, or equivalent experience.
- Minimum 2-5 years’ experience in an analyst function. (R)
- Strong analytical/computer skills - Excel, ERP systems, and the ability to extract information into user-friendly formats. (R)
- Minimum 2 years relevant CRM experience (A)
- Advanced Microsoft Excel and some knowledge of Microsoft Access preferred. (R)
- Database (SQL), VBA, or other Programming knowledge is desirable. (R)
- Experience working with Salesforce (A)
- Excellent interpersonal and communication skills, both oral and written
- Ability to prioritize and manage multiple tasks and meet deadlines
- Ability to work in a high-pressure and fast-paced environment
- Work under mínimal supervision and interact at all organizational levels.
- Ability to learn quickly and identify new problems
- Demonstrates strong analytical skills, able to analyze new data, draw conclusions, and communicate recommendations

**What’s in it for you**
- We understand that there is life at work and life outside of work. Here are a few benefits we all benefit from that support us to be our creative best.

**Fitness and wellness**
- We provide discounts to nation-wide gyms, onsite gyms (when we’re in the office), an Employee and Family Assistance Program, as well as a virtual wellness program.

**Benefits from Day 1**
- Gym discounts
- Local in-office free gyms
- Employee and Family Assistance program
- Weekly virtual wellness events
- In addition to in-house training, we provide an annual lifestyle allowance of $1500 so you can grow your skills.
- Conferences & training budget
- Regular internal training programs

**Financial planning**
- Let us help you invest in your future with 3% matching towards your pension and multiple forms of income protection.

**Competitive salary**
- Annual bonus structure
- 3% CPP matching